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The Pursuit of Social Business Excellence Paperback – November 14, 2012


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Product Details

  • Paperback: 202 pages
  • Publisher: Charles Pinot; 1 edition (November 14, 2012)
  • Language: English
  • ISBN-10: 0985356464
  • ISBN-13: 978-0985356460
  • Product Dimensions: 0.4 x 5.4 x 8.4 inches
  • Shipping Weight: 8.8 ounces (View shipping rates and policies)
  • Average Customer Review: 5.0 out of 5 stars  See all reviews (15 customer reviews)
  • Amazon Best Sellers Rank: #1,189,024 in Books (See Top 100 in Books)

Editorial Reviews

Review

Enterasys has been a long-time customer and was one of the very first to use our private, secure corporate social network, Chatter. Integrating with Enterasys isaac will help us further differentiate Chatter in the market as an essential tool to run a global business. We think this will be a game changer for the traditional network management model we see today. --Marc Benioff, Chairman and CEO, salesforce.com

When it comes to merging social media with technology and people, Vala Afshar and Brad Martin are two experts you want to learn from. They get it, and once you read this book, so will you. --Shep Hyken, Customer Service Expert, New York Times Bestselling Author

Full of practical, timely strategies to ensure your business thrives through being a social enterprise. Every leader MUST read this book! --Christine Comaford, Forbes Leadership Columnist, New York Times Bestselling Author

About the Author

Vala Afshar
Vala Afshar is Chief Customer Officer for Enterasys Networks. Afshar is responsible for worldwide customer service and support operations. An award winning inventor of social technologies and customer services operations, Afshar is considered a pioneer in cloud computing, social collaboration, business intelligence and customer relationship management (CRM). Afshar's teams have been recognized numerous times for their customer satisfaction, net promoter score and service innovation achievements. Enterasys customer service and support is universally recognized as true company differentiation.

Brad W. Martin
Brad W. Martin is the Vice President of Quality and Engineering Operations for Enterasys Networks. Martin is responsible for global software quality assurance, global engineering services, corporate program management, manufacturing technology and corporate quality control. Martin and his team have implemented an award winning quality information infrastructure and have been recognized by industry publications and analysts. Martin and his team were 2012 recipients of the Manufacturing Leadership 100 awards in two quality leadership categories.


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Customer Reviews

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Please read The Pursuit of Social Business Excellence.
Deb Mills-Scofield
Vala Afshar and Brad Martin provide excellent insight and examples as to how to run a successful business today.
Steven Kelly
It's the sort of book that inspires one to make positive changes in their personel and professional life.
MICHAEL DUBAY

Most Helpful Customer Reviews

6 of 6 people found the following review helpful By Deb Mills-Scofield on November 28, 2012
Format: Paperback Verified Purchase
Every once in a while, you are privileged to witness the embodiment of what has become a buzzword, Servant Leadership - someone who is innately wired as a servant leader - authentic, genuine and sincere. I'm privileged to have met a few of these people in my career - in fact, five "someones" recently at a warm, welcoming, generous visit to Enterasys's headquarters in Andover, MA. Two of the five, Vala Afshar and Brad Martin, have just written a 2012 & 2013's Must Read book, The Pursuit of Social Business Excellence. To understand the power of this book, I need to tell you a story...of how I met them.

Last spring, I started noticing Vala's insightful, kind, wise, and very human tweets. I reached out and he invited me to visit him on my way up to Maine this past September. I arrived and was greeted like a queen! To my incredible surprise, because Vala remembered our tweets about lobster, Brian Townsend, Director of Global Services and Ops, had prepared a feast of lobster tails with a risotto and an unimaginable dessert. How did Vala remember that I loved lobster? Because that's how Vala, and Brad, and the rest of the team, are wired (no pun intended) - to be social, to care, to make sure others matter.

Brad and Vala don't preach about why businesses must be social - they live it, everyday. Theirs is a real, living, breathing, continuous narrative about how a mid-market company refocused their culture to delight their customers by respecting and trusting their employees to focus on providing meaningful outcomes for their customers. They detail the why, how, when, and what in transforming the culture and flattening the organization.
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4 of 4 people found the following review helpful By Amazon Customer on December 20, 2012
Format: Paperback Verified Purchase
I really enjoyed this book. It's a great guide to living and becoming a social enterprise. A true testament to the benefits of enabling social communication between systems, people, and customers. If your business isn't following this books' model for social communication you're already falling behind. Hopefully this book will help others as much as it has helped me.
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4 of 4 people found the following review helpful By Ben Doyle on December 17, 2012
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Vala Afshar and Brad Martin use the Enterasys Networks' example to explain the ingredients to become a social business success. Through use of enterprise social media tools like Salesforce.com's Chatter, Vala and Brad describe how a company can leverage collaboration and social technologies to win in our modern economy. Filled with real-world examples, Brad and Vala take care to describe the strong, customer and employee centric culture that is at the core of Enterasys' success. The book is an instructive way to to understand how any company can transform its business using culture and social business techniques. The story of Enterasys is a broadly applicable roadmap to achieve 'social business excellence'.
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3 of 3 people found the following review helpful By Brian Townsend on January 1, 2013
Format: Paperback
An illustration of how one company has seen great success with social media both internally and externally. A great book that is so much more than defining social excellence in a business. Afshar and Martin outline the essential core building block of a company - strong culture (trust, cooperation, etc) and without a strong culture, working towards a common social media strategy will be nothing more than "individual silos of work."

This book captures the essence of how a companies social media strategy and behavior can quickly become a differentiator and business driver. Afshar and Martin liken business and employees to a professional sports team and its athletes. There is a scoreboard within every business be it sales wins, successful projects, etc, just like there is a scoreboard for every spectator to see the `score' at a game.

The book also outlines the key Ingredients to a successful customer support organization focused around "caring more", insourcing, transparency, reporting, dashboarding.... Relating to customer service, Afshar and Martin also explain the ultra-important difference between customer satisfaction and customer loyalty.

A few takeaways (this list could be much longer):
1) Remember do not do social, be S.O.C.I.A.L (Sincere, Open, Collaborative, interested, authentic, likeable).
2) Critical success factors - culture, people, process and technology
3) A sense of community motivates people to want to contribute

This book is certainly a must read if you are about to embark on becoming a social business, or if you are looking to revitalize your current strategy.
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3 of 3 people found the following review helpful By Mike Lytle on December 25, 2012
Format: Paperback Verified Purchase
Having worked at Cabletron / Enterasys for the past 22 years I have had the pleasure of working with Vala and Brad and witnessed them flourish from the ground up to the executive ranks all the while practicing the lessons outlined in the "Pursuit of Social Business Excellence."

Vala and Brad have done an amazing job documenting and blueprinting a proven successful business model in today's social era. "The Pursuit of Social Business Excellence" is a must read for anyone that wants to be a successful leader driven by social collaboration.

After reading this book and following the groundwork laid out, you are guaranteed to have happy employees and even happier customers, which will ultimately lead to success! It continues to work for us at Enterasys Networks!
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